I can’t believe Zappos.com did that!

You probably already know about Zappos’ legendary customer service. If you don’t, catch this recent Good News Guy column and my follow-up interview with Zappos Customer Service Director Rob Siefker. Read more “I can’t believe Zappos.com did that!”

What to do when the feathers fly out of your Nest

If you’re a futurist, optimist or just a gadget lover like me, then maybe you sprang for a Nest thermostat in 2011. Read more “What to do when the feathers fly out of your Nest”

Hyatt resorts to a fee refund without me even asking

Is a separate, mandatory hotel fee really a fee?

A popular Chesapeake Bay Hyatt in Cambridge, Md., claimed it was when the Good News Guy himself recently stayed there to participate in a hosted professional workshop. Read more “Hyatt resorts to a fee refund without me even asking”

Amazon does the right things when no one is looking

Is there anything you can’t get from Amazon?

Now that it even offers groceries in addition to all manner of merchandise and online media, you might expect a myriad of things to go wrong with the massive cogs and wheels of Amazon’s automated online market. Read more “Amazon does the right things when no one is looking”

A few kind words took her a long way on JetBlue

Ellen Cuozzo remembers the day her 23-year-old brother died like it was yesterday.

Before the norm of online travel planning and smartphones, Cuozzo, who is a nurse from Pleasanton, Calif., needed to get to the funeral from San Francisco to New York City, stat. Read more “A few kind words took her a long way on JetBlue”